Service Delivery Analyst

About the role

The Service Delivery Analyst will act as the bridge between customers, third‑party providers and internal teams to ensure smooth resolution of incidents and delivery of support services. The role focuses on ERP and related system support, leveraging ITIL best practices to maintain high service quality.

Key responsibilities

• Coordinate with third‑party vendors and customers to resolve incidents and fulfil assistance requests.
• Design, develop and document solution workflows, guiding clients through each support phase.
• Collaborate with internal departments to ensure cross‑functional alignment on support activities.
• Provide specialized support for ERP platforms and associated third‑party interfaces.
• Maintain and update a knowledge repository of current and upcoming solutions.
• Apply ITIL principles and industry standards to improve service delivery (advantageous).

Required profile

• Bachelor’s degree in Business, IT, Accounting or a related field.
• Minimum 3 years of experience in service delivery, ERP support or similar roles.
• Strong understanding of finance, trade, logistics and manufacturing business processes.
• Fluent written and spoken English and French.
• Ability to work collaboratively and, when needed, outside regular hours.
• Valid driving licence.

Required skills

• Experience with ERP systems, preferably Microsoft Dynamics 365 Finance & Operations.
• Proficiency in SQL and query languages.
• Knowledge of ITIL frameworks and best practices.